Discussion
Question one
Watch the Unhappy Customer video case study. What is the most important element of this case study in terms of customer relationship management and the lifetime value of a customer?
Question two
Research the customer service policy of United Airlines at the time of this incident. Was the customer's reaction justified? Provide a rationale for your answer.
Question three
Finally, if you were the CEO of United Airlines, what would your response have been. Provide a rationale for your answer.
The response should include a reference list. Double-space, using Times New Roman 12 pnt font, one-inch margins, and APA style of writing and citations.